Support Engineering Manager - Americas

Job description

HELLO! I’m Allie, Head of Support at Ashby. I’m excited to share that we’re hiring our first Support Engineering Manager in AMER. Support Engineering is the technical bridge between frontline Support, Product, and Engineering. The team investigates complex product and customer issues, helps confirm which problems truly require code changes, and enables the broader Support organization to resolve more issues independently. We’re looking for a hands-on leader to make that bridge stronger as the function grows—aligning technical rigor with Ashby’s broader standards for customer success. This is not a traditional Support Manager role. You’ll manage and mentor Support Engineers, stay close to complex investigations, and work with Engineering and Product to improve how technical issues are diagnosed, escalated, and resolved. You’ll help define the standards and systems that let a small, highly technical team move quickly without sacrificing judgment or quality. ABOUT THE ROLE When a complex issue moves beyond frontline Support, Support Engineering investigates the problem using customer context, application behavior, logs, databases, integrations, APIs, and code-level context. The team determines whether the issue can be resolved through configuration, data correction, documentation, enablement, or an in-app change—or whether it is a product defect that Engineering needs to fix. Your role is to make that path clearer and more effective: develop a deep understanding of how each partner team works, coach the investigation, and ensure escalations meet a shared standard for evidence, ownership, and customer impact. You’ll lead the team’s day-to-day technical development while building the connective tissue around it. That includes reviewing investigations and escalations, mentoring Support Engineers through ambiguous problems, clarifying triage and handoff practices, identifying recurring patterns, and partnering with frontline Support, Product, and Engineering on durable improvements. You’ll help ensure Support Engineering scales in a way that reflects Ashby’s broader expectations for customer success—not simply by passing issues between teams, but by resolving more issues independently and making the right problems easier for Engineering to act on. As the first Support Engineering Manager at Ashby, you’ll have meaningful influence over how the function grows. You’ll balance people leadership with hands-on technical judgment, make pragmatic decisions with incomplete information, and focus the team on the work that most improves customer outcomes, strengthens cross-functional trust, and protects Engineering time. WHAT YOU’LL OWN - Lead, coach, and develop Support Engineers through regular feedback, technical mentorship, career development, and clear expectations for ownership and judgment. - Stay close to complex investigations by reviewing technical work, joining escalations when useful, and coaching the team on APIs, integrations, logs, databases, data issues, configuration, and product behavior. - Build shared operating standards across Support, Support Engineering, Product, and Engineering that help frontline Support resolve more issues independently, reduce customer effort, and ensure Engineering receives clear, actionable escalations when code changes are needed. - Partner with Engineering and Product to synthesize recurring customer patterns, validate defects, improve supportability, and determine whether the right solution is a code change, documentation, tooling, enablement, or process improvement. - Identify the highest-leverage friction in the team’s workflows and ship practical improvements to tooling, diagnostics, routing, documentation, and operating processes. - Hire and onboard future Support Engineers, help define the team’s career path, and build a scalable model for technical growth as the function expands across regions. - Track and improve the outcomes that matter: resolution speed, escalation quality, frontline self-sufficiency, customer effort, recurring issue reduction, and Engineering time spent on confirmed defects and roadmap work. YOU SHOULD APPLY IF - You have direct people-management experience leading a technical support, developer support, production support, or support engineering team in a B2B SaaS or similarly complex software environment. - You are energized by hands-on people leadership: reviewing work, giving precise feedback, raising technical judgment, and helping strong engineers grow. - You have coached an Engineer through a specific technical or judgment gap and can point to what changed as a result. - You have enough technical depth to reason about APIs, integrations, logs, databases, application behavior, and code-level context—and to coach others through ambiguous investigations. - You know how to distinguish a configuration, data, documentation, or enablement issue from a true product defect, and can help a team make that decision with evidence. - You have improved an escalation, triage, or support-to-Engineering workflow and can explain what changed, why you changed it, and how you measured the result. - You build structure without over-engineering. You can make clear decisions with incomplete information, ship a useful first version, and iterate based on what you learn. You’ve stood up processes, workflows, or standards from scratch. - You communicate clearly and thoughtfully with technical and non-technical audiences, especially when explaining tradeoffs, uncertainty, customer impact, and recommended action. YOU SHOULD NOT APPLY IF - You have not yet directly managed a team, and your leadership experience has primarily been through mentorship, project leadership, or team-lead responsibilities. This role requires direct people-management experience, including accountability for team development, feedback, and day-to-day management. - You’re looking primarily for a traditional queue-management or people-management role where you can stay removed from technical investigations and escalation quality. - Most of your experience is in internal IT, help desk, endpoint, infrastructure, cloud operations, or systems administration without substantial experience debugging customer-impacting SaaS applications and integrations. - You prefer to optimize processes from a distance rather than work directly with engineers on the details of diagnosis, evidence, and technical judgment. - You see Support Engineering primarily as a pass-through queue to Engineering rather than an investigation and enablement layer that should resolve more issues independently. - You’re uncomfortable operating in a growing function where ownership boundaries, workflows, and success measures will continue to evolve. - You prefer prolonged analysis or perfect certainty over making a well-reasoned decision, learning quickly, and improving the system in motion. ABOUT ASHBY Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at https://www.ashbyhq.com/ashbyhq.com http://ashbyhq.com. ABOUT GO TO MARKET We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. - We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers. - We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles https://www.ashbyhq.com/blog/culture/ashbys-leadership-principles to get a sense of what we value in People Leaders at Ashby. INTERVIEW PROCESS Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical leadership, people management, communication, judgment, and cross-functional collaboration. - Intro call with Recruiting — 30 min - Hiring Manager interview — 45 min - Take-home assessment - 5 days to complete - Support Leadership — 30 min - Founder interview — 30 min - Virtual Onsite — 75 min - Engineering Partnership — 30 min - Support Manager Partnership — 30 min - Closing Questions — 15 min BENEFITS Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage. - 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby—do it when you feel financially comfortable. - Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 - Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. - A $1,200 annual learning and professional-development budget. - A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop. - Extended health benefits for you and your dependents (subject to availability with our Employer of Record) - Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events. Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.